Customer Success Engineer
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Job Description
Customer Success Engineer troubleshooting AI and SaaS issues for Mercor’s talent network. Debugging user reports, triaging engineering defects, and documenting recurring problems.
Responsibilities:
- Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and distinguishing UX friction, model edge cases, and system defects
- Debug across Mercor’s AI and SaaS stack using telemetry, logs, network inspection, and database queries
- Triage issues, escalating engineering problems and resolving others through configuration, prompt refinement, or user guidance
- Surface systemic patterns and product risks to engineering and product leadership
- Create documentation and runbooks to reduce repeat issues and improve resolution speed
- Communicate with precision, professionalism, and empathy
- Provide a speedy and delightful experience to users interacting with Mercor’s platform
Requirements:
- Ability to debug web applications
- Degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution OR prior experience at a high-growth technology startup
- Experience building modern web applications using technologies such as React, Node, Flask, or Next.js OR 2–5 years of experience supporting customers on such web applications
- Comfortable with AI systems, including LLMs, agents, or generative models
- Experience exploring AI tool behavior, including fine-tuning, prompt chains, chain-of-thought debugging, or building agents
- Ability to understand model outputs, failure modes, hallucinations, and feedback loops
- Familiarity with modern AI APIs such as OpenAI and Anthropic, or agent frameworks such as LangChain and AutoGPT, is a plus
- Native English-level writing proficiency
- Ability to substantially overlap with Pacific Time working hours
- Availability for a 6-day workweek
Benefits:
- Remote work
- Referral bonus of up to $90 per successful referral
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